Manager, Customer Experience Design & Implementation at MTN Nigeria

Location: Nigeria

Job Description     

• Provide project management technical input, to foster collaboration and accountability in the drive to deliver a distinct customer experience that promotes, enhances and sustains long term positive customer patronage and advocacy
• Drive planned strategy for the successful delivery of MTN Group and MTNN transformation initiatives focusing on Customer centricity, including Perfect 10 Project.
• Support the identification and resolution of customer issues; achieving milestones; committing and managing appropriate resources; maintaining forward momentum and achieving desired outcomes
• Liaise with Senior Management in MTNN  to ensure effective integration and cross-functional collaboration across all functions responsible for driving the Customer Experience agenda
• Manage overall development and implementation of Customer experience strategy and Review international customer service trends to provide intelligence
• Developing approaches to enhance products, services and overall customer experience Development of frameworks and key metrics for defining and analyzing customer relationship and experience with a view of attaining a Net Promoter Score (NPS) of 10
• Develop required project management documentation and reporting for EXCOM on progress of Must Win Battle implementation Monitor and track completion rates of the Customer Experience Must-win-Battles and enabling activities
• Provide input to the design of relevant initiatives and facilitate development of accountability action plans, establishing the approaches and implementation of research to understand customer loyalty and return on investment (ROI)

Job Condition

• Normal MTNN working conditions
• Extended work hours, may be required

Experience & Training
Experience:

• 6 - 13 years’ work experience which includes:
  • Minimum of 3 years’ experience in an area of specialisation; with experience in  supervising/managing others
• Experience working in a medium to large organization
• Extensive Project management experience with experience in delivering technology-related solutions
• Customer service orientation
• Experience in Mining Enterprise Data Warehouse management

Training:

• Network functionality/ Integration
• Product development

Minimum qualification

• BSc, BA or HND